Tech & Technique for 911 & 311Tech & Technique for 911 & 311

(Customer Service via Technology)(Customer Service via Technology)

9-1-1 Is Obvious?; 3-1-1 Not So!9-1-1 Is Obvious?; 3-1-1 Not So!(The “411” on N-1-1)(The “411” on N-1-1)9-1-19-1-1

Emergencies and Emergencies and “Response”“Response”

9-1-1and 10-digits9-1-1and 10-digits Phone calls only; text Phone calls only; text

and video soon and video soon Call Center and Call Center and

dispatch functionsdispatch functions Almost all are publicAlmost all are public

3-1-13-1-1 Gov’t non-emergencyGov’t non-emergency Information/servicesInformation/services Phone and e-mailPhone and e-mail Web chat and textWeb chat and text Call Center & business Call Center & business

improvement catalystimprovement catalyst Big city/county Big city/county Customer service!!!Customer service!!!

Added PerspectiveAdded Perspective

9-1-19-1-1 ~6000 in U.S.~6000 in U.S. Consolidating is doneConsolidating is done

– City/county/regionCity/county/region

– Police/fire/EMSPolice/fire/EMS

Industry is ~30 years oldIndustry is ~30 years old 9-1-1 isn’t ubiquitous, but 9-1-1 isn’t ubiquitous, but

is nearly sois nearly so Good service = life- and Good service = life- and

property-savingproperty-saving

3-1-13-1-1 FCC assigned # in ’97FCC assigned # in ’97 VERY popular for:VERY popular for:

– Residents (ease)Residents (ease)– Electeds (residents)Electeds (residents)– Enlightened mgrsEnlightened mgrs– Gov’t magazinesGov’t magazines

75-80 in U.S. now75-80 in U.S. now Some just public safety Some just public safety

non-emergencynon-emergency Good service = votes & Good service = votes &

maybe better maybe better government…less hasslegovernment…less hassle

911 on Left; 311 on Right911 on Left; 311 on Right(Basic Process Flow)(Basic Process Flow)

Receive the call w/infoReceive the call w/info Get info fm callerGet info fm caller Handle call properlyHandle call properly Pass info to correct Pass info to correct

responder(s)responder(s) Monitor respondersMonitor responders Capture historical infoCapture historical info QAQA

Receive the call/msgReceive the call/msg Classify the callClassify the call Use the right processUse the right process Answer ?s (~70%)Answer ?s (~70%) Do work-order (15%)Do work-order (15%) Talk to legacy systemsTalk to legacy systems Track and reportTrack and report

Customer Service OpportunitiesCustomer Service Opportunities

9-1-19-1-1– Caller; PD ~85%Caller; PD ~85%

» er…lots to 3-1-1er…lots to 3-1-1

– Internal customers; Internal customers; PD, Fire, EMSPD, Fire, EMS

– Deaf and HoHDeaf and HoH

– Limited English usersLimited English users

– Data queriersData queriers

– Public safety to “all”Public safety to “all”

3-1-13-1-1– Callers; questioners, Callers; questioners,

reporters, & demandersreporters, & demanders

– Live via phone; self-Live via phone; self-service via webservice via web

– ChatChat

– Hand-held/portables Hand-held/portables

– Every citizen a sensorEvery citizen a sensor

– Social networkingSocial networking

9-1-19-1-1

Receive call w/infoReceive call w/info Get info fm callerGet info fm caller Handle call properlyHandle call properly Pass to responder(s)Pass to responder(s) Monitor respondersMonitor responders Capture history infoCapture history info QAQA

E-911 phone systemE-911 phone system CACH/protocolsCACH/protocols CADCAD Mobile data/voice radioMobile data/voice radio RMSRMS AQUAAQUA

Enhanced 9-1-1 (E911)Enhanced 9-1-1 (E911)

Typically CPE; customized phone switchTypically CPE; customized phone switch Enhanced refers to selective routing and provision Enhanced refers to selective routing and provision

of ALI/ANIof ALI/ANI– ALI = automated location informationALI = automated location information

» ““easy” for landline…database maintenance issueseasy” for landline…database maintenance issues» Estimates for cellularEstimates for cellular» Self-entry for VoIPSelf-entry for VoIP

– ANI = automated number informationANI = automated number information» Database (good within ~24 hours)…”all” TNsDatabase (good within ~24 hours)…”all” TNs

– Customer Service (C.S.) focus: SR gets caller to the Customer Service (C.S.) focus: SR gets caller to the correct 9-1-1 Centercorrect 9-1-1 Center

Computer-aided Calling Computer-aided Calling Handling (CACH) and ProtocolsHandling (CACH) and Protocols

Dumps ANI/ALI from E-911 into CADDumps ANI/ALI from E-911 into CAD Provides “scripting” for call classifyingProvides “scripting” for call classifying Protocols for law enforcement (LE), Fire, and Protocols for law enforcement (LE), Fire, and

EMSEMS– Started as “flip-cards”…now computerized and usually Started as “flip-cards”…now computerized and usually

integrated with the CAD software pkgintegrated with the CAD software pkg

– LE is pretty new and not widely used (85%)LE is pretty new and not widely used (85%)

– EMD is very mature; Fire protocol is adolescentEMD is very mature; Fire protocol is adolescent

C.S. foci are caller and responder safety C.S. foci are caller and responder safety

Computer Aided Dispatch (CAD)Computer Aided Dispatch (CAD)

Configurable SWConfigurable SW Takes in ALI/ANITakes in ALI/ANI ““Forces” classification (incident type) Forces” classification (incident type) Recommends responding dept/unit(s)Recommends responding dept/unit(s) SOP might be appendedSOP might be appended Collects remarksCollects remarks Some sophisticated CAD combine like-calls;Some sophisticated CAD combine like-calls; C.S. focus is getting correct (closest, if needed) C.S. focus is getting correct (closest, if needed)

responder(s) to incidentresponder(s) to incident

Mobile Data Mobile Data

““Voiceless” dispatch and/or added remarks to Voiceless” dispatch and/or added remarks to brief voice dispatchbrief voice dispatch

Received on MDTs or MDCsReceived on MDTs or MDCs Transmitted through public networks maintained Transmitted through public networks maintained

by gov’t entitiesby gov’t entities More commonly using air-cards, Wi-Fi; More commonly using air-cards, Wi-Fi;

sometimes with mesh/roaming technologysometimes with mesh/roaming technology Future bringing access to databases from vehicles; Future bringing access to databases from vehicles;

fingerprints, videos, license plate readers, etc.fingerprints, videos, license plate readers, etc. C.S. foci include radio reduction & securityC.S. foci include radio reduction & security

Voice RadioVoice Radio

Almost universally self-maintained publicAlmost universally self-maintained public Project 25 (standards based…non-proprietary)Project 25 (standards based…non-proprietary) Interoperability via P25, gatewaysInteroperability via P25, gateways Trunking bringing efficiency to channel usageTrunking bringing efficiency to channel usage Slow, but sure transition from analog to digitalSlow, but sure transition from analog to digital FCC “narrow-banding” for spectrum efficiencyFCC “narrow-banding” for spectrum efficiency Multi-band (UHF, VHF, 700/800 MHz) radios Multi-band (UHF, VHF, 700/800 MHz) radios

appearingappearing C. S. focus includes up-to-the-second updatesC. S. focus includes up-to-the-second updates

Records Management Systems Records Management Systems (RMS)(RMS)

Somewhat outside, but frequently interfacedSomewhat outside, but frequently interfaced Info on incident…but, usually person-basedInfo on incident…but, usually person-based Federal standard on data-sharing developedFederal standard on data-sharing developed

– XMLXML Inter-jurisdictional checking far from easyInter-jurisdictional checking far from easy

– Not usually because of technological limitsNot usually because of technological limits C.S. focus is internal (know who/what the C.S. focus is internal (know who/what the

responder is dealing with)responder is dealing with)

Quality AssuranceQuality Assurance(e.g. AQUA)(e.g. AQUA)

Proprietary with protocol makerProprietary with protocol maker Recording systems (loggers) Recording systems (loggers)

– AudioAudio– Screen-scrapesScreen-scrapes– QA check-list configuration QA check-list configuration – QA reporting/compilationQA reporting/compilation

IVR/Auto Attendant for 9-1-1IVR/Auto Attendant for 9-1-1

Say what!? (just for the non-emergency #s)Say what!? (just for the non-emergency #s) Prompt callers in need (now or soon) to punch 1 Prompt callers in need (now or soon) to punch 1

or 2 or say “now” or “recently” to get a live 9-1-1 or 2 or say “now” or “recently” to get a live 9-1-1 call-takercall-taker

Leads other needs to other departments (and /or to Leads other needs to other departments (and /or to 311) to keep 9-1-1 from becoming over-burdened 311) to keep 9-1-1 from becoming over-burdened by the 60 – 70% of calls that really don’t need a by the 60 – 70% of calls that really don’t need a police, fire, or EMS responsepolice, fire, or EMS response

C.S. focus ??? (might understand/appreciate)C.S. focus ??? (might understand/appreciate)

3-1-13-1-1

Receive call/msgReceive call/msg Classify the callClassify the call Use right processUse right process Answer ?s (~70%)Answer ?s (~70%) Do work-order Do work-order Talk to legacy sysTalk to legacy sys Track and reportTrack and report

Call center SW/ACDCall center SW/ACD CRMCRM CaseWise (process flow)CaseWise (process flow) KnowledgeBaseKnowledgeBase CRMCRM SW interfacesSW interfaces Higher GroundHigher Ground CitiStatCitiStat

Call Center/ACDCall Center/ACD

Automatic call distribution assures first Automatic call distribution assures first caller, first answered (and level distribution caller, first answered (and level distribution of labor)of labor)

Call center software can “pop” caller Call center software can “pop” caller information if in previous CRM (computer information if in previous CRM (computer telephone integration – CTI)telephone integration – CTI)

Call center software can queue e-mails and Call center software can queue e-mails and web-chatsweb-chats

C.S. focus all about quick answersC.S. focus all about quick answers

KnowledgeBase (KB)KnowledgeBase (KB)

This first since the majority of calls can be This first since the majority of calls can be handled with this tool (70% in Minneapolis)handled with this tool (70% in Minneapolis)

Can simply be indexing existing web pages Can simply be indexing existing web pages (recommended) or could be compilation of (recommended) or could be compilation of documents tailor/custom-made for/by 311documents tailor/custom-made for/by 311

Ensure that “stumpers” have a process for Ensure that “stumpers” have a process for resolution/addingresolution/adding

If back-office maintains, they have incentive to If back-office maintains, they have incentive to ensure qualityensure quality

C.S. focus (4-1-1 for government information)C.S. focus (4-1-1 for government information)

Customer Relationship Customer Relationship Management (CRM)Management (CRM)

Unlike CAD and commercial CRMs, 311 usage is Unlike CAD and commercial CRMs, 311 usage is usually location-based, not person-centricusually location-based, not person-centric

Provides scripts to ensure questions from process-Provides scripts to ensure questions from process-flow can be populated flow can be populated

311 CRMs generate tracking number for caller…311 CRMs generate tracking number for caller…can check on web or call back after service level can check on web or call back after service level agreement time elapsesagreement time elapses

KnowledgeBase is sometimes bolted on/inKnowledgeBase is sometimes bolted on/in C.S. focus includes tracking duplicatesC.S. focus includes tracking duplicates

Process Documentation Process Documentation (e.g. CASEWISE)(e.g. CASEWISE)

GIGOGIGO Don’t pave the cowpathsDon’t pave the cowpaths Don’t automate mistakesDon’t automate mistakes Internal customers (process users) can/should Internal customers (process users) can/should

inform on how to tweak/reengineer before inform on how to tweak/reengineer before configuring the process (in the form of scripts) configuring the process (in the form of scripts) into the CRMinto the CRM

C.S. focus is to avoid the “rabbit trail” or C.S. focus is to avoid the “rabbit trail” or inefficient process flowsinefficient process flows

CRM to Legacy SystemsCRM to Legacy Systems

CRM can replace some, but not all work-CRM can replace some, but not all work-order and/or case management systemsorder and/or case management systems

When not replacing, consider interfaces When not replacing, consider interfaces (carefully);1-way or 2-ways (recommended)(carefully);1-way or 2-ways (recommended)

CRM better than a cigar box or clipboardCRM better than a cigar box or clipboard CRMs are starting to become more CRMs are starting to become more

sophisticated (case mgt for human services)sophisticated (case mgt for human services) C.S. focus involves 311 Agents knowing C.S. focus involves 311 Agents knowing

statusstatus

RecordingRecording(e.g. Higher Ground)(e.g. Higher Ground)

QA and legal review is needed for 911 and QA and legal review is needed for 911 and handy for 311handy for 311

Also provides quick reference (IRR) if Also provides quick reference (IRR) if neededneeded

Audio and screen-scrapes already Audio and screen-scrapes already mentionedmentioned

C.S. focus is internal (legal, QA, training)C.S. focus is internal (legal, QA, training)

Business ImprovementBusiness Improvement(e.g. “Citistat”)(e.g. “Citistat”)

Data from CRM can help inform Data from CRM can help inform management improvement effortsmanagement improvement efforts– Who calls on what…where/whenWho calls on what…where/when– How long does case resolution take (on target?)How long does case resolution take (on target?)

Data from CRM can be analyzed for trendsData from CRM can be analyzed for trends– GIS tools (pin-mapping) are usefulGIS tools (pin-mapping) are useful

Customer service focus is overall better tax Customer service focus is overall better tax dollar usage…frequently reported via webdollar usage…frequently reported via web

Miscellaneous Goodies*Miscellaneous Goodies*

9-1-19-1-1– ““Reverse 9-1-1” (high-Reverse 9-1-1” (high-

speed citizen speed citizen notification)*notification)*

– NG9-1-1 coming soonNG9-1-1 coming soon» Text and video; IP911Text and video; IP911

– MUM; AVL; inter-MUM; AVL; inter-operable radiooperable radio

3-1-13-1-1– TextNet (web TTY)*TextNet (web TTY)*

– Data analyticsData analytics

– Out-bound calling*Out-bound calling*

– Revenue collectionRevenue collection

– Mobile data Mobile data distribution/dispatchdistribution/dispatch

* = a clear customer service winner

GIS Deserves a Special WordGIS Deserves a Special Word

Closest unit (CAD) & routing…speeds Closest unit (CAD) & routing…speeds responseresponse

Consolidated 911 Center employees don’t Consolidated 911 Center employees don’t have to be experts on their service area geohave to be experts on their service area geo

311 Agents can use aerial photos to help 311 Agents can use aerial photos to help spot which light pole is burned out or what spot which light pole is burned out or what building has been “slimed” with graffitibuilding has been “slimed” with graffiti

““Pictometry” (oblique-angle photos) for allPictometry” (oblique-angle photos) for all 911 & 311 are location-based…GIS crucial911 & 311 are location-based…GIS crucial

Ancillary SystemsAncillary Systems

9-1-19-1-1 RETAINSRETAINS

– Erlang-CErlang-C

Radio saturation via Radio saturation via recording softwarerecording software

3-1-13-1-1 Staff forecastingStaff forecasting

– Erlang-CErlang-C

– E-WFME-WFM

ReportsReports Virtual AgentVirtual Agent

More Information From…More Information From…

U.S. DOJ web-site (311 center reports)U.S. DOJ web-site (311 center reports) ICMA (city-county mngt assoc…311)ICMA (city-county mngt assoc…311) ICMI (311 and other call center info) ICMI (311 and other call center info) Rutgers & Harvard (next gen 311 studies)Rutgers & Harvard (next gen 311 studies) NENA (911…professional association)NENA (911…professional association) APCO (911…professional association)APCO (911…professional association) NAED (911…academy of emerg dispatch)NAED (911…academy of emerg dispatch)

Questions/Ideas to Share??Questions/Ideas to Share??

(war stories, myth-busting,(war stories, myth-busting,

brainstorms)brainstorms)

Thanks!Thanks!

John E. DejungJohn E. Dejung

Dane County 9-1-1 DirectorDane County 9-1-1 Director

Dejung@co.dane.wi.usDejung@co.dane.wi.us